Complaints Handling Specialist

Hexaware Technologies Phil. Branch; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A financial services company in Metro Manila is seeking a professional to manage consumer complaints related to historic car finance commission practices. Responsibilities include reviewing complaint emails, preparing written responses, and ensuring compliance with FCA regulations. The ideal candidate will have strong communication skills and experience in financial services. Training in FCA complaint handling is preferred, and proficiency in MS Office is required.

Qualifications

• Experience in financial services or customer remediation projects.
• Knowledge of motor finance products (PCP, HP).
• Experience in FCA-regulated environments.

Responsibilities

• Manage consumer complaints related to historic car finance commission practices.
• Review and interpret consumer complaint emails regarding PCP/HP agreements.
• Prepare formal written responses using approved templates.
• Log cases accurately into client systems.
• Escalate complex cases to senior teams.
• Ensure compliance with FCA DISP rules.
• Meet service-level agreements for responses.

Skills

Strong written communication

Attention to detail

Ability to interpret financial agreements

Familiarity with FCA complaint handling rules

Proficiency in case management systems

Integrity and ability to handle sensitive data

Education

Level 3 Certificate in Regulated Complaints Handling (CeRCH)

Tools

MS Office

Job description

Role Purpose

To manage consumer complaints related to historic car finance commission practices under the FCA redress scheme, ensuring accurate interpretation, timely resolution, and compliance with regulatory standards.

Key Responsibilities

• Review and interpret consumer complaint emails regarding PCP/HP agreements.
• Extract key details (dates, lender, agreement type, complaint basis).
• Prepare formal written responses using approved templates and FCA guidelines.
• Log cases accurately into client systems and maintain audit trails.
• Escalate complex or legally sensitive cases to senior teams or legal counsel.
• Ensure compliance with FCA DISP rules and Consumer Duty principles.
• Meet service-level agreements (SLAs) for response timelines and quality.

Skills & Competencies

• Strong written communication and attention to detail.
• Ability to interpret financial agreements and regulatory requirements.
• Familiarity with FCA complaint handling rules (DISP) and Consumer Credit Act.
• Proficiency in case management systems and MS Office tools.
• High integrity and ability to handle sensitive data.

Preferred Experience

• Background in financial services, complaints handling, or customer remediation projects.
• Knowledge of motor finance products (PCP, HP).
• Experience with FCA-regulated environments or redress schemes.

Compliance & Training Requirements

• FCA‑Compliant Complaints Handling Training (DISP rules, Consumer Duty).
• Level 3 Certificate in Regulated Complaints Handling (CeRCH) – optional but recommended.
• GDPR & UK Data Privacy training.
• Consumer Credit Act basics.